Team Lead (TL) – Part-Time | Remote | Bilingual (Spanish/English) Preferred | Weekend Afternoon & Evening Shift (Fri–Sun)

Call 4 Health

2d • Remote

About The Position

The Team Lead is responsible for supporting day-to-day Patient Access operations
in a remote call center environment. This includes monitoring real-time
performance, ensuring schedule adherence, coaching and developing team members,
and maintaining quality, productivity, and client/patient experience standards.

The Team Lead works closely with Floor Managers, Workforce Management (WFM),
Quality Assurance (QA), and Training teams to ensure proper coverage and
consistent execution of Call 4 Health policies and client requirements.

Requirements

• Associate’s degree in Business Administration, Healthcare Administration, or a related field (or equivalent combination of education and experience).
• Prior call center or customer service experience required; healthcare call center experience preferred.
• Strong written and verbal communication skills with a professional customer service presence.
• Ability to coach, motivate, and hold employees accountable while maintaining a respectful and supportive approach.
• Ability to multitask and prioritize in a fast-paced, real-time production environment.
• Proficiency with computers and business systems; ability to navigate multiple applications simultaneously (phone systems, EHR/client portals, ticketing systems, reporting tools).
• Data-driven mindset with the ability to interpret reports and translate metrics into actionable coaching and operational improvements.
• Dependable attendance and punctuality with consistent adherence to schedules.
• Team-oriented, adaptable, and committed to continuous improvement.
• Maintain a private, professional, and distraction-free workspace.
• Ensure calls cannot be overheard; adhere to all confidentiality and security procedures.
• Be camera-ready for required trainings and meetings.
• Comply with dress code requirements (business casual unless otherwise directed).
• Prolonged sitting, with frequent talking, hearing, and viewing of computer monitors.
• Occasional standing or walking; use of hands for typing and operating equipment.
• Ability to communicate effectively via phone and video conferencing.
• Fast-paced, metrics-driven call center environment (remote and/or office).
• Frequent changes based on client and business needs.
• Ability to maintain professional relationships with diverse personalities and communication styles.
• Ability to manage stress and respond calmly to escalations and shifting priorities.
• Weekend availability is required.

Nice To Haves

• Previous Team Lead, Supervisor, or equivalent leadership experience preferred.
• healthcare call center experience preferred.
• Bilingual (Spanish/English) Preferred

Responsibilities

• Monitor real-time production and service levels (queues, wait times, dashboards) and escalate risks to coverage or performance as needed.
• Support schedule adherence by verifying log-in readiness at shift start, monitoring adherence throughout the day, and coordinating with WFM/Floor Manager to address variances.
• Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition.
• Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures.
• Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA and Training for targeted coaching and retraining as needed.
• Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up.
• Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements.
• Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders.
• Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes).
• Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards.
• Support performance review processes as assigned, including gathering performance data and documented feedback.
• Perform other duties as assigned based on department, client, or company needs.
• Provide day-to-day guidance, coaching, and performance oversight for approximately 15 employees (or as assigned).
• Assist with selection, onboarding, training reinforcement, and performance assessment in partnership with the Floor Manager.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: Associate degree